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FBO DAILY ISSUE OF JANUARY 23, 2003 FBO #0417
MODIFICATION

D -- Telephone Service Automation

Notice Date
1/21/2003
 
Notice Type
Modification
 
Contracting Office
Department of the Air Force, Air Combat Command, 55 CONS, 101 Washington Sq Bldg 40, Offutt AFB, NE, 68113-2107
 
ZIP Code
68113-2107
 
Solicitation Number
VRT68113
 
Response Due
1/24/2003
 
Archive Date
2/8/2003
 
Point of Contact
Joseph Sherwood, Contract Specialist, Phone 402-294-2883, Fax 402-294-7280,
 
E-Mail Address
joseph.sherwood@offutt.af.mil
 
Small Business Set-Aside
Total Small Business
 
Description
Here are the answers to the questions we've been asked about this notice. No changes have been made to this notice by this modification. This modification is simply to provide more information.>>>>>>>>>>>> Question 1. Is reduction of cost the primary goal of the automation effort. Is the existing live agent service satisfactory? Answer - Reduction in cost and manpower are contributing factors, as well as the idea of optimizing what our operators are doing now. The existing live operator service is satisfactory but boring. Question 2. Are these calls primarily originated externally or are a signicicant number originated internally? Answer - Calls to the operator originate both externally and internally. Any automated system must be able to handle each equally well. Question 3. The vocabulary specification of 5,000 words/phrases is not definitive. It is assumed that the vocabulary relates to the number of directory entries which in turn relates to the number personel that are attempted to be located. How many is this and what sort of information is provided for each entry? Answer - The sum of 5,000 is an estimate only. The primary purpose of an automated system will be to connect callers to a functional office or service, not a person. For example, a caller may want the number for the BX, PX, Base Exchange. All three terms are for the same place. Or, the caller may want pediatrics, or peds. Both should send the caller to the child care clinic. If the caller asks for the commander it must ask the caller to differentiate. Question 4. An existing "base locator function" is identified. It is assumed that the system would be required to interface with it. Is this so? Answer - No. Due to security issues with interfacing legacy systems all that's needed is for the system to be able to import a "text" file and provide text to speech service. Question 5. Does this project require Speech Recognition technology? Answer - Yes. The only other alternative would be to use "touch tone" signaling. That causes us to have to develop menuing options for a caller to navigate through. I want to minimize the number of levels and options for the caller to have to choose from. Question 6. The Synopsis states, "There are six telephone operators working during the busiest hours of the day." Will the Government accept a 12 Virtual Operator capacity (which is less than 24) but with the expandability to 24 ports. Please consider that the 24 channels of one T-1 carrier can be used for both Inbound and Outbound calls (if needed). Answer - I will consider 12 virtual operators. That is a significant improvement over the number of operators working at busy hour now. The initiative to specify a T-1 ensures the system has significantly more capacity and minimizes the number of circuits connected between the CO and the voice automation system. Individual circuits would require an analog "dialogic" card per channel and would be limited to the services of an analog channel. A T-1, specifically a Primary Rate ISDN circuit, opens up features and functions not available to an analog circuit. Question 7. Requirement 3, "Base Locator function". Please provide the approximate number of Base Sites and personnel telephone numbers to be included. Answer - I'm not sure of the exact number. The sources sought is intended to help me understand what is possible and what it costs. The number 5,000 is an estimate but is pretty close. Question 8. Will the Government allow access for Automated Voice Processing Systems to access the Government Database that contains the Base Locator Information? Answer - No. The system must import a "Text" file and provide text to speech service. Question 9. Will the operators need to provide Nationwide Directory Assistance service, similar to those available through a commercial 411 telephone service? Answer - No. Question - 10. Will the system need to provide fully automated voice recognition of (a) base personnel names and (b) nationwide population names? Answer - Base Personnel only. This system will not need nationwide. Question 11. In the absence of voice recognition, can a successful system provide the requested name to the operator through a "record and whisper" solution? Answer - My applogy, but I don't know what a "record and whisper" solution is. I'm primarily interested in voice recognition because it will give immediate service without need of elaborate "touch tone" menu's and recordings.
 
Place of Performance
Address: Offutt AFB, Nebraska
Zip Code: 68113
Country: USA
 
Record
SN00243819-W 20030123/030121213407 (fbodaily.com)
 
Source
FedBizOpps.gov Link to This Notice
(may not be valid after Archive Date)

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